Job Summary:
We are looking for a highly motivated and customer-focused Helpdesk Specialist / Technical Support Representative to join our remote support team. In this role, you will serve as the first point of contact for customers seeking technical assistance via phone, email, or chat. You will troubleshoot hardware and software issues, provide clear and efficient solutions, and ensure users receive timely support to resolve their technical concerns.
Key Responsibilities:
- Provide remote technical support to end users via phone, email, or chat
- Troubleshoot hardware, software, network, and application issues
- Guide users through step-by-step solutions and document support interactions
- Escalate complex issues to appropriate internal teams or third-party vendors
- Monitor and manage open support tickets using a helpdesk or ticketing system
- Assist with onboarding new users by setting up accounts, devices, and permissions
- Maintain up-to-date knowledge of company systems, tools, and updates
- Follow standard operating procedures and contribute to knowledge base articles
Qualifications:
- High school diploma or equivalent required; associate or bachelor’s degree in IT or related field preferred
- 1–3 years of experience in technical support or helpdesk roles
- Excellent communication and problem-solving skills
- Experience with Windows/Mac OS, Office 365, and remote access tools
- Familiarity with helpdesk/ticketing systems (e.g., Zendesk, Freshdesk, Jira)
- Basic understanding of networking concepts (IP, DNS, VPN, etc.)
- Ability to work independently and prioritize multiple tasks
- Strong customer service orientation
Work Environment:
- Fully remote position; must have reliable internet and a quiet work environment
- Flexible work schedule may be available depending on company needs
- Some evening or weekend support may be required
Benefits:
- Competitive hourly wage or salary
- Health, dental, and vision insurance (for full-time positions)
- Paid time off and holidays
- 401(k) retirement plan
- Training and career development opportunities
- Equipment provided (laptop, headset, etc.)